‘Silencing’ - The Alarming Tactic of GreenSquareAccord
In our homes, where we seek solace and security, a disquieting trend has emerged: the deliberate silencing of residents by housing providers. GreenSquareAccord, my own housing provider, has been accused of employing various tactics to silence residents, denying them a voice and disregarding their concerns.
This post aims to shed light on the disturbing act of "silencing" focusing specifically on the actions of GreenSquareAccord, and expose the contradiction between their claims and actual practices.
Claims of putting the customer first and listening to feedback
GreenSquareAccord has consistently touted their commitment to putting the customer at the heart of everything they do. They claim to prioritise customer satisfaction and emphasise the importance of feedback. However, their actions raise questions about the sincerity of these claims. For instance, they disbanded their previous customer panel and launched a new one. This new panel supposedly aims to involve customers at a strategic level and drive performance and satisfaction. However, there are concerns about the qualifications and backgrounds of the panel members and whether they possess the necessary skills to effectively represent the diverse voices of the residents. After all us residents know nothing about the members on this panel.
The previous customer panel's ineffectiveness became evident when examining the experiences of those who participated. The panel appeared to be more of a tickbox exercise, lacking the power to drive meaningful changes. The inability to provide substantial scrutiny and the exclusion of vocal members who raised valid concerns further diminished its effectiveness.
These issues raise questions about the qualifications and strength of the current panel members and whether they can stand up to the leadership of GreenSquareAccord, particularly Ruth Cooke.
Closed communication channels and the silent majority
Trust becomes a significant factor in this context, as residents find it challenging to place their faith in a housing provider that consistently fails to deliver on commitments, ignores residents' concerns, and displays a lack of empathy and understanding.
GreenSquareAccord's actions further erode trust by actively blocking and disabling comments from residents on social media platforms such as Facebook and Twitter. This deliberate silencing tactic raises concerns about their willingness to engage in honest and open discussions with residents.
Moreover, it is reasonable to assume that they make little effort to reach out to the silent majority of residents who do not voice their complaints. This neglect of non-complaining residents has drawn the attention of the Housing Ombudsman, adding weight to the concerns surrounding GreenSquareAccord's silencing tactics.
The contradiction between their claims of prioritising the customer and their silencing tactics raises serious questions about their commitment to customer satisfaction and open communication. Addressing these concerns and holding GreenSquareAccord accountable for their actions is essential to foster a housing sector that truly values the voices of its residents.
A Lack of Timeframes
As a long-suffering resident of GreenSquareAccord (although their latest tactic is to no longer recognise me as a tenant, but more on that later), one of the most significant sources of frustration lies in their persistent inability (or reluctance) to provide timeframes for issue resolution.
Since 2016, I have been pleading with GreenSquareAccord to establish clear timeframes for addressing resident concerns. However, their refusal to provide these timeframes stems from a simple reason – by avoiding commitment to specific deadlines, they can evade accountability when those deadlines are inevitably missed. In upcoming posts, we will delve into the severe consequences of this lack of accountability, with shocking examples of blocked sewage pipes and the discovery of asbestos in lift shafts. This absence of timeframes erects yet another hurdle and barrier to receiving satisfactory service.
Even when residents manage to get their emails or calls acknowledged by the customer service team, there is no guarantee that their issues will be promptly forwarded to the appropriate department, especially if staffing or resource shortages are at play. Consequently, residents are left in the dark, uncertain of when GreenSquareAccord will address their concerns.
The absence of clear timeframes leaves residents in a perpetual state of worry, as ongoing concerns remain unresolved without any reassurance of when they will be attended to. Without a timeframe to guide us, we are left uncertain about when to follow up on our concerns. And if we do decide to follow up, we find ourselves trapped in an internal loop, waiting for responses from the customer service team that often amount to nothing more than vague assurances that "someone will contact you" – a promise that rarely materialises.
Is this another example of 'silencing' by GreenSquareAccord? Yes.
We are expected to wait indefinitely, hoping for resolution, or else seek external support to ensure our voices are heard. This ongoing cycle perpetuates the frustrations and erodes trust in the housing provider's ability to deliver on their promises. While leaving a placeholder (if you like) indicating that the issue has been reported and GreenSquareAccord is aware and will resolve it, we just don't know when.
Being Open and Transparent, but…
GreenSquareAccord has taken the initiative to publish statistics, which may initially seem commendable. However, when residents request clarification or seek substantive information to support the published figures, their questions are consistently ignored.
While the act of sharing statistics might appear noble, it becomes questionable when GreenSquareAccord fails to provide the necessary data or respond to inquiries. In light of sweeping reforms within the housing sector, there is a legal requirement to provide accurate figures. By choosing to share stats without accompanying data or addressing residents' questions, GreenSquareAccord's actions can be seen as another form of silencing.
If GreenSquareAccord genuinely aimed to be open and transparent, they would welcome the opportunity to enhance the figures by engaging with residents and addressing their concerns.
This could include responding to questions posed by residents, as well as non-residents, since the statistics are shared online. However, GreenSquareAccord consistently chooses to ignore these inquiries, further eroding trust and casting doubt on their commitment to openness and transparency.
Conclusion
The deliberate silencing of residents by housing providers, exemplified by the actions of GreenSquareAccord, is a concerning trend that undermines trust and denies residents their rightful voice.
Despite claims of prioritising customer satisfaction and open communication, GreenSquareAccord's practices tell a different story. Blocking communication channels, and evading accountability through a lack of timeframes create barriers to resolving resident concerns and perpetuate frustrations.
It is crucial for residents, GreenSquareAccord, and other housing providers to address these issues and work towards a housing sector that values and respects the voices of residents.
Residents: Will you actively engage with housing providers, voice your concerns, and demand transparency and accountability?
GreenSquareAccord: Will you genuinely commit to listening to your residents, address their concerns promptly, and provide clear timeframes for issue resolution?
Other housing providers: How can you learn from the shortcomings of GreenSquareAccord and ensure that you prioritise open communication and actively engage with your residents?
Residents: Will you explore alternative avenues for raising your concerns, such as involving local representatives, housing advocacy groups, or the Housing Ombudsman if necessary?
Housing regulators: How can you strengthen regulations and oversight to prevent the silencing of residents, promote transparency, and ensure that housing providers uphold their commitments?
By addressing these questions and taking proactive steps towards open communication, transparency, and accountability, we can foster a housing sector that genuinely priorities the well-being and rights of its residents. Together, we can create a future where residents' voices are heard, respected, and valued in the pursuit of safe, secure, and satisfying housing experiences
Ruth Cooke, it’s time to listen, engage and respond to your 54,000 residents.